Cisco Systems, with the support of Microsoft, has released Cisco Unified CRM Connector 3.0, a customer relationship management (CRM) application tightly integrated with Microsoft Dynamics CRM 3.0.
It is designed specifically so that small- to medium-sized businesses (SMBs) can gain access to customer information on inbound and outbound calls, thus increasing operational efficiency and providing an improved customer experience.
Unified CRM Connector 3.0 helps to provide a complete view of the customer, including current and past purchases, sales information, order status, account relationships and billing information. When a call is received by Cisco Unified CallManager or Unified CallManager Express, Unified CRM Connector 3.0 automatically links to the Microsoft Dynamics CRM system and provides on-screen pop-up windows of the customer contact record and phone call activity so that a service agent can track the call.
The same information and capabilities are also accessible remotely, so sales and service personnel in the field can tap into the network. New customer data or phone call information is uploaded back into the system, so the next interaction with the customer picks up where the last one left off.
"The combination of Cisco Unified Communications with Microsoft Dynamics CRM helps companies increase employee productivity and customer satisfaction while reducing costs," says Brad Wilson, general manager, Microsoft Dynamics CRM at Microsoft.
Other features in Unified CRM Connector 3.0 include an IP phone service that automatically pushes customer information to Cisco Unified IP phones from inbound calls that uniquely match a customer record. The IP phone lookup service allows users to view customer contact information from any Cisco XML display-capable Unified IP phone. Additional features include click-to-dial functionality for accessing CRM contact records, call duration tracking, and detailed call information capture.